IKEA Contact Center Solution Go Social & Mobile

IKEA’s Kuwait Branch chooses Vocalcom

IKEA for their branch in Kuwait chooses Vocalcom’s contact center solution to modernize their contact center. and go social and mobileThe IKEA business idea is to offer a wide range of home furnishings with good design and function at prices so low that as many people as possible will be able to afford them and still have money left.The Contact center solution Hermes.Net is integrated with the Customer Database for a better Resolution Time & service level.Clients are in touch with the call center for different main requests, and Ikea was looking for a contact center solution able to fit with all types of calls :

  • Inquiry
  • Delivery follow up & Tracking
  • Complaint Management
  • Survey & Quality Assurance

In order to answer all clients needs, Ikea is now able to implement different media thanks to the contact center solution choosen: chat, email, sms and voice (inbound, predictive dialer, IVR, call back)

Providing a unified multimedia agent desktop, the Hermes.NET contact center solution allows agents to resolve more interactions first time while also reducing call duration.

Vocalcom enables businesses to be more accessible to their customers through voice, email, SMS and web-chat, while allowing the contact centre to define which type of enquiry, over which media is routed to which agent. As a unified contact center solution, Vocalcom allows consistency of service regardless of the media they choose to use.

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